Compass Culture and Education Ltd.
66 Paul Street, London EC2A 4NA
020 84490119
Stage 1: Informal Stage
An informal concern can be raised in person, by telephone, email or in writing, including through a
representative with appropriate authority. The normal first point of contact is Yuexuan Wang (Sunny),
Guardianship Coordinator, on 07743 386699 or gd3@compassedu.co.uk. If the concern relates to
Sunny, contact Director Lu Jin (Lucy) instead. If it relates to Lucy, contact Annie Swynnerton
(Guardianship Lead) directly. The recipient will:
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Record the concern, agreed next steps and actions taken;
Acknowledge it within 24 hours during normal working arrangements, or by the next working
day if received outside office hours;
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Make appropriate enquiries and work towards an agreed resolution;
Provide an update or outcome within seven working days, or explain the reason for a delay
and when a further response will follow.
If the matter remains unresolved, or is serious enough to require formal consideration, the
complainant may proceed directly to Stage 2.
Stage 2: Formal Stage
A formal complaint should be submitted in writing, identifying the concern, relevant dates and the
outcome sought. In the normal course, it should be addressed to Yuexuan Wang (Sunny) at
gd3@compassedu.co.uk. If the complaint concerns Sunny, it must instead be addressed to Director Lu
Jin (Lucy) at Hertslucy@gmail.com (telephone 07912 847858). If the complaint concerns Lucy, it
should be submitted directly to Annie Swynnerton, Guardianship Lead, at annie@compassedu.co.uk
(telephone 07958 718598). The person complained about must not investigate or determine their own
complaint. Where impartial internal handling cannot be secured, the complainant may seek guidance
or refer an unresolved matter to AEGIS. The responsible complaint handler will:
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Log the formal complaint and the date received in a restricted Complaints Register,
including the complainant and subject matter;
Acknowledge receipt within 24 hours during normal working arrangements, or by the
next working day if received outside office hours, and confirm the investigator;
Investigate fairly, hear relevant accounts, maintain confidentiality, record evidence,
decisions and actions, and keep the complainant informed of material progress;
Provide a written decision, reasons, any remedy or action to be taken, and details of
further escalation within 28 working days, or give a justified revised timescale where
exceptionally necessary;
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Record the outcome and follow-up action whether the complaint is upheld, partly
upheld or not upheld. If unresolved after the internal process, explain how to contact
AEGIS (Stage 3).
Stage 3: Referral of the matter to AEGIS
If the complaint cannot be resolved by Compass, or impartial handling within Compass is not possible,
the complainant may refer the matter to AEGIS, explaining the concern, steps taken, outcome and any
Registered in England No. 9024815